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I am pulling my hair out

Oldgrandma
Joining in

I been  with virgin for over a 20 years. So far never had any issues.

My contract was cancelled with virgin on 28 feb midnight and the boardband  stopped working. 9 hours later I called and signed a new contract. 

My equipment is still plugged in and nothing changed in 9 hours.

I was told it should  be up and running  in 24/48 hours.

I got no broadband or tv. I get a message  connected but no Internet on mobile phone. Pc is connected via cable to router and has no Internet.

I did a complete reset  of router.I tried ping  and traceroute from  router interface and it doenst work. Router has been assigned the same ip as last time .  

Tech support  keeps asking  me to unplug snd replug cables. Check ethernet Interface..they are not listening to or don't understand  when I talk about ping or traceroute tools on  router not working.

Tv doesn't work either. Looks like the service has not been re-enabled. 

Last call to tech support lasted 45 minutes and she transfered me to disconnection  without telling me. Before that she was gonna transfer me to gadget team and change me 45 pounds. 

I am losing all hope  here.

 

 

 

10 REPLIES 10

Client62
Hero

Try the VM Activation Team on 0800 953 9500

Thanks for thr reply. I called and they are saying the same thing as the other team.

All your services are activated  and we don't know why it is not working.  An engineer visit is not needed and it will take day. Looks like this is the only option left.

Oldgrandma
Joining in

Just a text saying..

Hi again. We've checked your connection and it's looking good. We'll keep an eye on it until 01/03/24 15:45:43.

What the hell are they checking %%%%÷%%#%

Adduxi
Very Insightful Person
Very Insightful Person

Go to the Router Status page on the Hub.  What does the Provisioning State say ?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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1000016340.jpg

 it says online for modem

Client62
Hero

Login to the admin menu using the Hub Password.

What are the status for  :
+ Wireless ?
+ Internet ?
+ Telephony ?

jpeg1
Alessandro Volta

This might be an account problem rather than an equipment problem.

Normally VM won't let you have a new contract immediately after leaving, in order to stop existing customers getting new-customer deals. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Adduxi
Very Insightful Person
Very Insightful Person

Could be.  I had to wait 90 days before coming back as a "new" customer.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Client62
Hero

Seeing a total of 38 channels connected indicates:
1) the Hub is permitted to connect to the network
2) the Hub has downloaded an internet connection profile